Customer Success Manager

🕒 August 7

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Ryan

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1991

💼 Consulting

🛡️ Insurance

💸 Finance

Consulting • Insurance • Finance

Ryan is a leading global tax services and software provider dedicated to delivering end-to-end tax solutions. Specializing in tax recovery, consulting, compliance, technology, and legal services, Ryan assists clients in optimizing their tax performance, improving profitability, and increasing cash flow. The firm provides strategic tax advisory services without being bound by Sarbanes-Oxley restrictions, focusing on identifying and correcting tax errors, minimizing overpayments, and reducing risk. Ryan develops innovative tax technology solutions and serves as a strategic advocate for its clients, including major corporations such as Chrysler.

📋 Description

• Own the full customer lifecycle for Ryan software customers from post-sale transition and product adoption through value realization, renewal, retention, and expansion • Deliver a world-class customer experience across onboarding, adoption, renewal, expansion, and long-term retention • Build and maintain customer relationships by understanding business goals, challenges, product usage, decision-making structures, and strategic priorities • Own customer health, engagement strategy, renewal planning, risk mitigation, and retention outcomes for an assigned book of business • Lead end-to-end renewal processes, including preparation, customer communication, timeline management, pricing coordination, negotiation support, approvals, contracting follow-up, and Billing/Revenue Operations coordination • Track renewal dates, commitments, contract requirements, usage changes, risks, and next steps • Engage executive sponsors, finance leaders, tax leaders, procurement, legal, security, technical stakeholders, administrators, and end users • Navigate pricing discussions, procurement negotiations, renewal objections, scope changes, and escalations • Identify upsell and cross-sell opportunities and partner with Sales on expansions • Lead product enablement sessions and create scalable customer education content • Identify churn and renewal risks and execute resolution plans with internal stakeholders • Coordinate with Sales, Support, Implementation, Product, Revenue Operations, Billing, Legal, and Security teams • Collect and communicate customer insights to influence product development, service improvements, renewal strategy, and customer experience • Document and standardize playbooks, how-to guides, FAQs, renewal documentation, templates, and enablement materials • Maintain customer health, engagement, renewal, risk, commercial, expansion, and stakeholder records in Salesforce and other systems • Facilitate testimonials, references, case studies, and other customer advocacy opportunities

🎯 Requirements

• Proven experience as a Customer Success Manager, Strategic Account Manager, Account Manager, or similar customer-facing role managing a dedicated book of business • Experience managing large, complex, or enterprise customer relationships, preferably in SaaS or software • Experience owning or materially supporting customer renewals, including planning, communications, pricing discussions, procurement coordination, negotiation, and risk mitigation • Ability to communicate and build business relationships with executive sponsors, financial decision-makers, procurement contacts, technical stakeholders, licensed users, and administrators • Strong commercial judgment concerning customer value, renewal risk, objections, pricing conversations, and business priorities • Excellent organization, follow-up discipline, attention to detail, and ability to manage multiple customers, deadlines, renewal timelines, dependencies, and priorities • Ability to lead difficult customer conversations, escalations, renewal objections, pricing concerns, service issues, and procurement negotiations • Cross-functional collaboration across Sales, Support, Implementation, Product, Revenue Operations, Billing, Legal, and Security • Creative problem-solving, curiosity, proactive knowledge-building, and peer learning • Team-focused attitude and willingness to contribute to scalable processes, documentation, and best practices • Bachelor’s degree with 5+ years of relevant experience preferred • Combination of education and experience will be considered, particularly where customer-facing SaaS, enterprise account management, renewal management, or commercial ownership experience exceeds minimum requirements • Intermediate to advanced Microsoft Office Suite skills for data analysis, customer materials, presentations, business reviews, and renewal reporting • Salesforce proficiency for customer relationship documentation, renewal opportunities, pipeline hygiene, customer health, commercial next steps, reports, and dashboards • Customer Success Platform experience; ChurnZero experience preferred • Ability to learn and explain SaaS product functionality for customer enablement and common technical questions • Experience using data to assess customer health, product adoption, engagement, renewal risk, and expansion potential • Applicants for employment in the US must have work authorization that does not now or in the future require visa sponsorship

🏖️ Benefits

• Hybrid Work Options • Award-Winning Culture • Generous Personal Time Off (PTO) • 14-Weeks of 100% Paid Leave for New Parents (Adoption Included) • Monthly Gym Membership Reimbursement OR Gym Equipment Reimbursement • Benefits Eligibility Effective Day One • 401K with Employer Match • Tuition Reimbursement After One Year of Service • Fertility Assistance Program • Four-Week Company-Paid Sabbatical Eligibility After Five Years of Service • Competitive benefits package • Outstanding earning potential • Flexibility to meet the demands of professional and personal lives